Job Description

Job Description

Job Description

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Front Office Manager for the T he Vanguard Hotel, Ann Arbor, MI 48104

Job Purpose:

Oversee all Front Office Operations to insure profitability, control costs and quality standards to insure total guest satisfaction. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

• Maintains all standard of guest service.

• Manage and motivate all Front Office personnel with daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide the very best in guest satisfaction.

• Receive and resolve all departmental guest complaints in a timely manner and within the guidelines of the company.

• Check and control room reservations, Front Office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compile and prepare financial reports (including rate and availability calendar).

• Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize, conduct and/or attend meetings to obtain and disseminate pertinent information.

• Implement and monitor all corporate marketing programs to include Marriott, etc.

• Organize and conduct pre-shift and departmental meetings to disseminate pertinent information. Attend other hotel meetings as deemed necessary. Regular attendance in conformance with the standards is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Upon employment, all employees required to fully comply with the conduct and safety, rules, regulations, policies and procedures according to the Employee Handbook. Employees who violate these rules will be subject to disciplinary action, up to and including termination of employment.

Qualifications and Requirements:

High School diploma /Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

This job requires the ability to perform the following:

• Perform room inspections, which require bending stooping, reaching overhead and moving throughout

guest floors.

• Assists in check in/check out of guests or any related guest service activity.
• Perform other duties as requested. For example, special requests from guests.
• Participates in Manager on Duty program requiring working second shift, constant monitoring throughout the hotel and troubleshooting.
• Must have considerable knowledge of computer systems for registration, reservations and

back up systems.

• Must have above average mathematical comprehension to understand and interpret numbers

as they apply to operations in hotels.

• Ability to read, write, speak and understand the English language to communicate with guests

and employees

• Thorough organization and supervisory skills proficient in accomplishing a task.
• Ability to develop subordinates to enhance advancement in the hotel and the company.
• Must have the ability to analyze complex statistical date and make judgments accordingly.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of

patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

Other:

• Being passionate about people and service.
• Strong communication skills are essential when interacting with guests and employees.
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem-solving, reasoning, motivating, and training abilities are often used.
• Have the ability to work a flexible schedule including nights, weekends and/or holidays

Amazing Benefits At A Glance:

• Team Driven and Values Based Culture
• Medical/Dental/Vision
• Vacation & Holiday Pay
• Same-day pay available
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• T hird Party Perks (Movie Tickets, Attractions, Other)
• 401(k)
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Life insurance
• Parental leave
• Referral program

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